Perhaps surprising to some, Marriott The Luxury Collection was ranked the best luxury hotel chain in terms of guest satisfaction in JD Power’s 2024 North American Hotel Satisfaction Index.
The Luxury Collection was the top performer in its category with an overall score of 772 out of 1,000. The Ritz-Carlton came in a close second with 769 points. The Waldorf Astoria is the third best hotel in terms of satisfaction, and the Four Seasons is the fourth best. In addition to the Luxury Collection, Marriott also owns JW Marriott, which ranks ninth on the list of 12 luxury hotel brands.
The Luxury Collection includes 104 stays worldwide. The brand is home to Prince de Galles in Paris, Solaz in Los Cabos and the SLS Hotel in Beverly Hills, among others.
Guest satisfaction was measured based on the comparative performance of hotel brands across six categories. The factors were a property’s rentable rooms, communication and connectivity, and hotel amenities. The index also rated a place based on food and beverage, staff service, and value for money.
Which other hotel chains besides the Luxury Collection excelled in terms of guest satisfaction?
This year’s index is JD Power’s 28th annual guest satisfaction report. The company says it collected nearly 40,000 guest responses between May 2023 and May 2024. A total of 103 hotel brands were included, divided into nine category types.
Margaritaville Hotels And Resorts earned the highest ranking in the upscale category for the second year in a row. Travelers also ranked Microtel by Wyndham as the best economy accommodation for the second year in a row.
“With travel prices still high post-pandemic, it’s not surprising that hotel guests report taking fewer trips on average,” notes Andrea Stokes, Hospitality Practice Leader at JD Power. “Yet these hotel guests are staying longer on their trips. And that puts a spotlight on hotel properties, from room cleanliness and facility maintenance to interactions with front desk staff. Ultimately, traveler expectations have risen along with hotel room prices, and when hotels fail to meet or exceed those expectations, perceptions of value for money decline.”
